Per Okta policy, Okta support cases can only be accessed by the admin user who opens the support case. As of May 1st, 2024, new functionality is being introduced to provide enhanced capabilities to manage case access. A new Case Admin Permission and Elevated Support Contact will be available for customers to assign and control who has access to view, create, and update cases on the Okta Support Center. Refer to New Case Admin Permission and Elevated Support Functionality on the Okta Support Center for more details.
Admins can be added as contacts to new or existing support cases by using the Add contact to team field on the case details page. When a contact is added to a support case, it enables the contact to send and receive all email communications related to the case and to work with Okta Support on the case.
Starting June 1st, 2024, in order to enter and manage cases on the Okta Support Center, Admins will be required to have the new Case Admin permission. This permission is assigned by default to Super Admins.
NOTE: For Okta for Government High customers and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the new functionality to add the Case Admin permissions will be available starting June 1, 2024. Starting June 15, 2024, in order to enter and manage cases on the GovCloud Okta Support Center, Admins will be required to have the new Case Admin permission. This permission is assigned by default to Super Admins. Case access on the GovCloud Okta Support Center will also be restricted starting June 15, 2024. Okta support cases will only be accessible to the admin user who opens the support case. The new Elevated Support Contact feature will be available starting June 15th, 2024. This can be assigned to Admins to allow for visibility into all support cases associated with the account.
- Okta Help Center
What’s Changed
Prior to this change, the Okta Support Center allowed any admin user within a customer org to access all the support cases for that account. Now, to protect access to support case information, Okta support cases can only be accessed by the admin user who opens the support case unless the contact is an Elevated Support Contact.
Starting June 1st, 2024, an Okta Admin must have the new Case Admin permission assigned in order to enter and manage cases on the Okta Support Center. For details on defining the Case Admin Permission, refer to Assigning the Case Admin Permission to Okta Admins. NOTE: For Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the Case Admin permission will be required starting on June 15, 2024.
A new Elevated Support Contact is also being introduced. Okta will provide the ability to designate an Elevated Support Contact to a limited number of Admins in the Okta Support Center, who will have visibility into all support cases associated with the account. For details on defining Elevated Support Contacts, refer to Adding Elevated Support Contacts on the Okta Support Center.
NOTE: For Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the Elevated Support Contact will be available starting on June 15, 2024.
Additional contacts can be added to a case and will be able to send and receive emails related to the case. These contacts can be added either during the creation of the case or after the case is opened. Additional contacts on a case must be an Okta Admin on the Org.
For more information, refer to How to Create a Support Case and How to Manage a Support Case.
Frequently Asked Questions
Q1: Why is Okta making this change?
As part of the comprehensive plan to improve security, we have changed access permissions for users on the Okta Support Center. The information in support cases is sensitive, and Okta is adding additional security protections to our support system, reducing the possibility of unintentional exposure of support case information.
Q2: How do I add admins to a support case so they can work on the case?
Any admin for a customer’s org can be added as a contact to new or existing support cases by using the “Add contact to team” field on the case details page, which is towards the bottom of the page. Contacts added will be able to send and receive all email communications related to the case but will not have access to the case details page. Admins can only search for cases where they are the case owner. Additional contacts added to a case are not able to search for the case on the Okta Support Center.
Q3 Are Admins that have been added to the Case Team able to call in to support on the case?
Yes - Admins who have been added to the case team are able to call into support as well as send and receive email communications on a case.
Q4: I have a global team that collaborates on support cases. How should our workflow change?
Starting on May 1st, 2024, a new Elevated Support Contact is being introduced. Okta will provide the ability to designate an Elevated Support Contact to a limited number of Admins in the Okta Support Center, who will have visibility into all support cases associated with the account. For details on defining Elevated Support Contacts, refer to Adding Elevated Support Contacts on the Okta Support Center.
For additional Admins that need to collaborate on a case, Okta is asking that the customer admin that owns an existing support case or opens a new support case use the “Add contact to team” field to add org admins as contacts to the support case. This will enable those admins to send and receive email communications related to the case and to work with Okta Support on the case. If a customer admin is not added to a support case, the customer admin that opened the case will need to add the admin as a contact to the case.
NOTE: For Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the Elevated Support Contact will be introduced starting June 15th, 2024.
Q5 Can Okta Support add admins from my org to my open support cases for me?
No, only the customer admin who opened the case can add additional org admins as contacts on their support case.
Q6: Which Okta roles can open and update support cases, and will this be changing in the future?
Currently, any Okta admin role can open support cases. An Okta admin who has been added as a contact to a support case via the “Add contact to team” field will be able to send and receive all email communications related to the case and can work with Okta Support on the case.
Starting May 1st, 2024, a new Case Admin permission will be available to assign to Okta Admins. The Case Admin permission is a custom role with permission that will be required in order for Admins to open a case. This permission allows the user to see their own cases they have opened within the Okta Support Center. This permission is assigned by default to Super Admins. Super Admins can assign this permission to other Okta Admins within their Org.
As of June 1st, 2024, in order to enter and manage cases on the Okta Support Center, Admins will be required to have this new permission. For more details, refer to New Case Admin Permission and Elevated Support Functionality on the Okta Support Center.
NOTE: For Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the Case Admin permission will be available starting June 1st, 2024, and required starting on June 15th, 2024.
Q7: Can a case contact be removed from a case?
Yes. Use the Case Team field on the case to remove a contact.
